Kareem Abdel Basset Youssef

Service desk Manager & Senior System EngineerFull Time

• Job Details:End User Support (Incident / Problem / Change Management) • Works with global trouble ticket( BMC Remedy) system as second line support to determine work priorities . • Managing a 24x7 team of IT Service Desk Specialist and responsible for the smooth day to day running of the IT Service Desk • Oversee the Quality Control of Incident updates and resolutions. • Manage the processing of incoming calls to the IT Service Desk via both telephone and Self Service Portal to ensure courteous, timely and effective resolution of end user issues. • Monitor incident trends and anticipate potential problems for proactive resolution. • ensuring that the SLA’s and KPI's are achieved and customer expectations are met or exceeded. • Act as an initial escalation point for end users. • Perform follow-ups to large scale and/or highly impactful incidents. • Ensure that the business is quickly informed and kept up to date during unplanned / planned outages via email notifications. • Manage the escalation of Incidents between the IT Service Desk and the other technology specific support groups (i.e. Network / Systems / Business Services) Team Management / Training • Establishes, documents, and updates IT Service Desk Best Practices, policies, process flows, and procedures. • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency. • leading and motivating the team to achieve the agreed SLA’s • provide coaching and training to IT service desk specialists. • set periodical meetings with IT servicedesk team . • Oversee the development, implementation and administration of Service Desk staff training procedures and policies. • Train, coach and mentor IT Service Desk Specialists and other junior staff. • Arrange monthly one-to-one reviews with team members and set objectives, training plans for career development Reporting • Track and analyse trends in Incident / Service Requests and Problems and generate statistical reports. • Tracking and preparing reports quantifying incidents, problem resolution performance trends, and ensures Acceptable Quality Levels (AQLs) are met. Project Management and System Administration Tasks . Responsible for reading, understanding, and utilizing all business requirements, specification sheets, and technical references . . Supervising and checking the status of projects and work assignments . Facilitates project meetings, agendas, action items, and minutes to ensure successful project completion. . Preparing reports for management. Preparing general and detail designs . . Be the single point of contact with external support (P&G – IT Vendors - Vodafone, BT,IBM) to follow up with function projects. . Set, update, and follow up the function SOPs (Standard Operating Procedures) to insure the IT functionality. . Mentoring and supporting more junior members of the helpdesk staff. . Fully Responsible for managing users accounts. Proactively learn and utilize new technologies, concepts and procedures as appropriate to project requirements . . Supervising and checking the status of projects and work assignments . Research and recommend software tools to management . Works closely with upper management . . Manage occasional software upgrades to save time and cost. . Manage hardware upgrade implementation to insure the best way of implementing